Microsoft Dynamics 365 Customer Insights
Efficient customer management
At a glance
- Dynamics 365 Customer Insights is a customer data platform that delivers a comprehensive 360-degree view of customers, enables segmentation, and supports personalized experiences at every touchpoint and stage.
- Microsoft’s marketing software drives success through detailed customer segmentation and tailored content, helping increase sales and strengthen loyalty while ensuring transparency and visibility.
- Customer Insights integrates seamlessly with the Dynamics 365 suite. Dynamics 365 Marketing fosters better collaboration between marketing and sales and improves efficiency across departments. Real-time data within the marketing platform provides maximum transparency and empowers informed strategic decision-making.
More demand
Increase demand and convert more leads with omnichannel campaigns and targeted customer journeys.
More deals
Focus on the right opportunities and drive them forward effectively with your sales team.
More revenue
Exceed customer expectations with proactive service and create experiences that inspire loyalty.
Dynamics 365 Customer Insights: Creating consistent customer experiences
With the new business applications based on Microsoft Dynamics 365 Marketing, you gain full CRM functionality through modern, modular solutions.
These tools bring you closer to your goal of placing customers at the center of every activity. Manage relationships with existing customers and prospects comprehensively and individually at every touchpoint. Use CRM to connect employees, business processes, and technologies—all in the service of your customers.
Dynamics 365 Customer Insights covers your marketing needs and can be combined with other solutions such as Dynamics 365 Sales or used independently.
Personalisation as the key to success for Dynamics 365 Marketing
Personalisation is a critical success factor in today’s business world. Companies that can address leads and customers individually and deliver tailored experiences gain a significant competitive advantage. Customer Insights supports this by placing customers at the center of every activity and ensuring a personalized approach at every touchpoint for an optimal experience.
Microsoft Customer Insights offers a range of solutions to meet specific business needs, including:
- Customer segmentation for targeted communication
- Personalized customer journeys across multiple channels, triggered in real time
- Detailed insights and metrics to measure effectiveness
- An integrated event management platform
These features enable businesses to improve lead quality, strengthen customer relationships, and work more efficiently.
A look at the tool Microsoft Dynamics 365 Customer Insights
Customer segmentation
One of the key features of Microsoft Customer Insights is customer segmentation. Using an intuitive query builder that requires no specialized knowledge of the data structure, you can create segments based on common customer attributes or past interactions. Artificial intelligence (AI) and machine learning further enhance this process by generating dynamic segments that continuously update to reflect changing customer information and behavior. This simple yet powerful segmentation enables informed decision-making and improves the precision of customer targeting.
Personalised content
By leveraging real-time customer data, Customer Insights enables the targeted delivery of relevant offers and content tailored to specific customer profiles. With Customer Insights Journeys (formerly Marketing), this leads to stronger customer loyalty and increased sales.
Microsoft Customer Insights allows businesses to engage customers across multiple channels, including email marketing, text messages, and LinkedIn campaigns—enhancing retention and engagement. Personalisation is achieved through the customer data platform, which integrates related tables from linked data sources and supports dynamic content blocks such as text, images, and videos. This significantly boosts customer engagement and loyalty.
Automated customer journeys
Dynamics 365 Customer Insights enables the creation of trigger-based customer journeys across multiple touchpoints through automation. These experiences can be designed using a simple app, making the process easy for marketing teams.
The platform can automatically respond to marketing events—such as white paper downloads—by activating sales teams or sending renewal notifications from the ERP system.
Event management
Events—whether online or in person—are essential tools for sales and marketing. To simplify planning and ensure seamless communication, Customer Insights includes a dedicated area for event organization and execution, supporting you every step of the way.
You can create schedules, manage speakers and sponsors, and use customer segmentation and email functions to promote the event. Automated reminders and feedback surveys can be sent via customer journeys.
Participants can register online, and their data is synchronized directly with the system. The platform integrates with Teams for online events and supports venue and room planning for in-person events. After the event, key metrics and ROI analysis provide valuable insights for follow-up.
Frequently asked questions about Customer Insights
How much does Microsoft Customer Insights cost?
The marketing software is available from CHF 1,673 per client per month. If you already use a qualified Microsoft Stack product, the solution is available at a reduced price of CHF 895.50 per client per month.
What can Microsoft Customer Insights do?
Microsoft Customer Insights is a customer data platform that helps you deliver personalized experiences. It provides a holistic view of your customers by consolidating, analyzing, and applying data from multiple sources.
Is Microsoft Customer Insights part of the Power Platform?
Microsoft Customer Insights is a customer data platform that helps you create personalized experiences. It provides a holistic view of your customers by consolidating, analyzing, and applying data from multiple sources.
What is the difference between Dynamics 365 Marketing and Customer Insights?
As of 1 September 2023, Microsoft Dynamics 365 Marketing was renamed Microsoft Dynamics 365 Customer Insights – Journeys and merged with Microsoft Dynamics 365 Customer Insights.
Is a new contact created for each event registration?
There are two ways to track new event registrations—either as a lead or as a contact. This behavior can be defined individually for each event.
How can the requirements of the DSG and GDPR be taken into account with the Customer Insights email tool?
The double opt-in process ensures compliance: when a form is submitted, the person first receives a confirmation email. Only after clicking the confirmation link are they added to the newsletter distribution list and recorded as a lead or contact in the system.
Additionally, all promotional emails must include a link to the subscription center. Without this link, Customer Insights blocks the email and displays an error message. For each email, you can specify whether it is promotional or transactional.
I would like my customers not to receive emails from me at certain times. Can this be set up in the system?
Yes, you can define quiet times during which no communication is sent. If needed, these quiet periods can be configured differently for each communication channel and for different types of messages (transactional or commercial).
We have a website and an app that does not run on Microsoft, and we would like to send emails based on user actions. Is this possible?
Yes. In addition to the many standard triggers available for customer journeys, you can also create custom triggers. These are implemented as code within your system. Once the trigger sends a clear signal to Customer Insights, the corresponding customer journey is automatically initiated.
What types of messages can be used via a customer journey?
All channels that have been set up or authenticated can be used in the contact history.
By default, emails, push notifications, and SMS messages can be sent. Additional custom channels can also be integrated into Customer Insights. If you require a specific channel, please contact us.
Can I send an unlimited number of emails to an unlimited number of contacts with the licence?
The basic license includes the following quotas:
- 10,000 interacting persons (marketing contacts)
- 100,000 monthly interactions
An interacting person (formerly marketing contact) is any contact, lead, or company that engages through a Customer Insights channel (email, SMS, form submission, etc.) within a 12-month period. If a person has not interacted in the last 12 months, they no longer count toward the quota.
If you need more interacting persons or additional interactions, extra capacity packages can be purchased: https://dynamics.microsoft.com/de-ch/ai/customer-insights/pricing/
Is it possible for customers to register for individual sessions within an event?
Yes. You can configure each event to allow registrations for the entire event or for individual sessions.
Pricing and licensing
Dynamics 365 Customer Insights
from CHF 1'522.40
-
per client/month
- per client/month
Dynamics 365 Customer Insights - Attach*
only CHF 895.50
-
per client/month
- per client/month
Dynamics 365 Customer Insights offers flexible licensing options tailored to the individual needs of businesses. The basic package includes 100,000 unified profiles (customer profiles) and 10,000 interacted profiles, which is sufficient for many organizations.
*For companies that already hold qualifying Microsoft Dynamics licenses, an “attach” option is available to add Customer Insights capabilities. Additional capacity can also be purchased if more profiles or interactions are required.
These prices apply to annual licenses with yearly billing.
Integration into the Dynamics 365 family
One of the key strengths of Dynamics 365 Customer Insights is its seamless integration with the Dynamics 365 suite. This allows businesses to share data and processes across departments, improving collaboration and efficiency.
Within the Dynamics 365 environment, customer segments and insights created in Customer Insights can be easily shared with other features or exported to external marketing solutions. This enables companies to embed relevant, consistent customer information, KPIs, and insights into business applications—further optimizing processes and enhancing decision-making.
Data integration
Dynamics 365 Customer Insights offers extensive data integration capabilities. With the support of Microsoft Dataverse, companies can securely store and manage their data. In addition, integration with Azure Synapse Analytics enables comprehensive data analysis. The Customer Data Platform supports the creation of contact histories by: Providing a unified view of individuals/leads Creating this view by collecting defined data source records from multiple systems Presenting this view through profiles Allowing data from Customer Insights to be easily replicated to meet data archiving and data warehousing requirements.
Collaboration between departments
By reducing data silos, Customer Insights promotes collaboration across departments, leading to greater productivity and creativity within teams.
Marketing and sales teams benefit in particular, as the platform enables shared access to contacts and leads while ensuring transparency. These advantages make it easier to share data and processes across departmental boundaries, improving campaign efficiency—including email marketing—and helping achieve better marketing ROI as a key business objective.
Elkuch Group
The Elkuch Group relies on the CRM consulting expertise of Aproda AG in conjunction with CRM software from Microsoft Dynamics.
Gallus Ferdinand Rüesch
Gallus Ferdinand Rüesch AG handles its sales process from the initial contact, the completed installation at the customer's premises, through to billing.
Nahrin AG
With the introduction of the new ERP solution Microsoft Dynamics NAV, the administrative processes were simplified, automated and integrated.
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our clients
Strategic decision-making thanks to real-time data
Real-time data enables companies to make quick, informed decisions by providing relevant and up-to-date information for various business processes. Dynamics 365 Customer Insights gives access to this data, helping improve overall business performance.
Data silos often slow response times, as incompatible systems and databases across departments cause delays in decision-making. With Customer Insights, businesses can overcome these obstacles and respond faster to changing conditions.
Resources and training
Microsoft offers a range of specialized learning modules and certifications for Dynamics 365 Customer Insights to help professionals expand their knowledge and skills. These resources are particularly valuable for administrators and analysts who want to deepen their understanding of the platform.
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